Customer Service Queue

What is the empowerment level for non-mechanize locations?

• $150

• $200

• $175

• $0

Who are the authorize 4 persons that are able to call customer service to make adjustments?

• Renter

  Assistant

  Mother

  Travel Agent

• Travel Agent
  Additional Driver
  Renter
  Sister

• Spouse
  Assistant

  Renter

  Travel Agent

• Mother

  Renter

  ABG sales/support Associate

  Spouse

What are two mandatory information otherwise from the customer name must be verified before you assist the customer with a billing issues.

• Email and Phone Number

• Email and state

• Phone number and date of birth

• Address and email

What are the 4 search options on the Watson search screen.

• Profile

  Discovery Tab

  Case

  AMP

• Profile

  Case

  Reservation

  Rental

• Reservation

  Rental

  Case

  Name

• Drivers License

  Phone

  Brand

  Rental

What are two additional screens you can use to locate a customer reservation within 12 days if they are not able to find their rental or reservation number.

• Document Logs

• AMP

• CRAACT/CRABACT

• Adjustment History

When do you use VCI?

• When the renter calls in.

• When someone other than the renter calls in.

When do you use VRI?

• When the renter calls in.

• When someone other than the renter calls in

What is a Quick Case?

• Quick Case is generally used when needed to expedite the call. For example, when transferring a customer to the Emergency Roadside Service (ERS) team.

• A Quick case is generally used when the customer calls in about a billing issue an would like a refund.

Which screen in Watson do use to create a Case?

• Case Details

• Discovery

• Attachments

• WZTTRC

What does P.A.R means

• P- problem

  A- Action

  R- Report

• P- problem

  A- Action

  R-Resolution